IT Helpdesk Engineer

Position Summary

We are seeking a motivated and customer-focused IT Service Management (ITSM) Engineer to join our global IT operations team. This role represents the evolution of a traditional IT Helpdesk function into a structured ITIL-aligned service management model.

The ITSM Engineer will provide Level 1 / Level 1.5 support to US-based end users ensuring high-quality service delivery through incident request and problem management processes. The ideal candidate will have 2 3 years of IT support experience strong English communication skills and hands-on experience with ServiceNow or similar ITSM platforms.

This role requires working US EST hours from India and participating in a rotational after-hours P1 (Priority 1) on-call support schedule.

Key Responsibilities

Service Operations & Incident Management

• Manage and resolve Incidents and Service Requests in alignment with ITIL best practices.
• Provide timely support for hardware software network and access-related issues.
• Handle Priority 1 (P1) incidents during scheduled on-call rotations.
• Ensure proper categorization prioritization and documentation of tickets within the ITSM platform.
• Meet or exceed SLA and KPI performance targets.

Service Management & Process Adherence

• Follow structured Incident Problem and Change Management processes.
• Escalate incidents appropriately to Level 2/3 support teams.
• Identify recurring issues and contribute to problem management initiatives.
• Maintain accurate documentation in the knowledge base.
• Participate in continual service improvement initiatives.

Customer & Communication Excellence

• Provide high-quality support to US-based end users via phone chat email and ticketing systems.
• Demonstrate strong verbal and written English communication skills.
• Maintain professionalism and customer-first mindset in all interactions.
• Provide clear updates and follow-ups to stakeholders.

Tooling & Technology

• Utilize ServiceNow (preferred) or similar ITSM tools for ticket management.
• Support Microsoft Windows environments O365 Active Directory VPN and endpoint tools.
• Assist with user provisioning password resets software installations and access management.

Required Qualifications

• 2 3 years of experience in IT Helpdesk IT Support or IT Service Management roles.
• Experience working within an ITSM framework (ITIL exposure preferred).
• Hands-on experience with ServiceNow (preferred) or other ITSM tools (Jira Service Management Remedy etc.).
• Strong troubleshooting skills across desktop network and application environments.
• Excellent spoken and written English communication skills.
• Experience supporting US-based or international customers preferred.
• Willingness to work US EST shift from India.
• Willingness to participate in rotational after-hours P1 on-call support.

Preferred Qualifications

• ITIL Foundation certification (or working knowledge of ITIL practices).
• Experience in a global enterprise IT support environment.
• Knowledge of SLA-driven support models.
• Exposure to knowledge management and problem management practices.

Key Competencies

• Customer-centric mindset
• Strong communication skills
• Process-oriented approach
• Ability to work independently during night shifts
• Incident prioritization and critical thinking
• Accountability and ownership